The following informational material provides tips and
guidance on handling the following workplace violence issues: Coping With
Threats and Violence; Under Armed Threat; Hostility; Reference Card; and
Employee Relations.

To access OPM's Dealing With Workplace Violence - A Guide for Agency
Planners go to
http://www.opm.gov/workplac/

Coping
With Threat and Violence - Why Threats and Violence Are a Problem

News stories
about violent incidents appear every day on television and on the front
pages of our newspapers. Some of these stories capture national or
international attention because they are about assaults on United States
Presidents, Members of Congress, or other public officials. But countless
other Federal Government employees are vulnerable also. These employees are
"on the front-line", dealing directly with the public every day--Social
Security claims representatives, Immigration border guards, Internal Revenue
Service agents. Because you work for the Federal Government is no guarantee
that you're protected from or immune to threats or violence from "customers"
or members of the general public.

People come
into our Federal offices because they need our help. And, like customers
anywhere, people who need the services provided by the Federal Government
can become frustrated and tense. They may be nervous about their first visit
to a Federal Government office. Sometimes they don't understand government
procedures and regulations.

When all of
these stress factors are combined, a person may commit, or threaten to
commit, violence. Unless these emotional, angry, or frustrated individuals
are handled properly, they may harm you, themselves, or other customers.
Sometimes even coworkers--perhaps under a great deal of stress because of
problems at work or at home--may become threatening or violent.

Many experts
say there is no sure way to prevent acts of violence in a place serving
customers. You, however, as a Federal "front-line" employee, can learn how
to recognize the warning signs of a potentially threatening or violent
situation and the specific steps to follow if you or a coworker become
involved in such a situation. You and your coworkers also need to know about
the enhanced security measures your office can adopt to bring your office
and building up to higher standards of security and personal safety.

Under
Armed Threat

Confrontations
with an armed man or woman are the most dangerous of all situations
involving violent persons and the most difficult for inexperienced people to
deal with.

Shout, scream,
or panic reactions are likely to frighten an agitated person into taking
action that could harm people or destroy property. Instead, remain as calm
as possible; saying or doing nothing is better than making a bad situation
worse.

Dialing 911 or
any telephone number in the presence of an armed assailant could frighten
him or her into using the weapon.

Freeze in place
and do nothing, letting the potential assailant make the next move. Avoid
doing anything that could cause the potential assailant to take action.
Simply standing still and letting the individual "talk it out" may be all
you should do under these extreme circumstances. Don't try any heroics that
could cause the individual to react violently.

Look the person
directly in the eye. Keep talking to gain time and calm the gunman. Never
feel entirely helpless. Federal front-line employees dealing with the
general public should have access to a hidden alarm button under the service
counter to alert a supervisor or building security.

Keep calm until
security guards can disarm the man and remove him from the premises.

Don't try to
disarm the potential assailant. Don't try to be a hero! Such a reckless move
could seriously endanger everyone in the room.

When possible,
write down the person's description--approximate height and weight, color of
hair and clothing, age, race, and any prominent features. Estimate the
number of people in the room. If there is a "safe room" in the office area,
alert the person who is in charge of the room to be prepared for an
emergency. As soon as possible, telephone GSA's Federal Protective Service
(or the agency's building security guards or the local police). Describe the
potential assailant, emphasize that if they have a gun, and estimate how
many people are in the room and where they are--by windows, doors, along the
wall. Give the private telephone number for the FPS or the police to call
back.

Call GSA's
Federal Protective Service, the agency security guards, or the local police
immediately. Law enforcement officials can provide the expert assistance for
the customers need. A well-managed office should have an emergency plan that
has been developed in cooperation with the FPS, security guards, or the
local police so that all employees know what procedures to follow until help
arrives.

To avoid
threats and violence, front-line employees must always take threats
seriously and report them to their supervisors or the Federal Protective
Service.

A manager
should never leave a new or inexperienced employee alone in a public,
front-line position. Nor is it good practice to leave only one clerk on
duty, especially during the lunch hour when more people are expected to come
into the office.

Consult the
Federal Protective Service, agency security guards, or the local police
about what to do if a customer ever becomes violent. The highest ranking
Federal official within the agency or building should work out an emergency
procedure plan with GSA's Federal Protective Service, building security
guards, or the local police to be followed in dealing with an armed or
potentially dangerous individual. Agency officials should also request a GSA
Security Survey.

Reporting Incidents of Threats and Violence

The first time
threatened--no matter how "minor", immediately report it to your supervisor
and then call the Federal Protective Service, contract guards, or the local
police. Incidents of threats or violence involving co-workers also should be
reported--before they lead to a life-endangering situation. In addition,
Federal agencies must report immediately any suspicious activities or
criminal acts that occur on Federal property. Any incident should be
reported to one of the following:

If your agency
has its own internal security reporting requirements and enforcement or
investigative authority, send the Federal Protective Service an unclassified
report describing the threatening, violent, or criminal incident. This is
especially important when GSA provides physical security and law enforcement
services for your Federal building. GSA will report crimes and incidents of
threatening or violent behavior to the regional offices of the GSA Inspector
General, the Federal Bureau of Investigation, and local police
departments--where they have jurisdiction or direct control.

Victim
Support

People involved
in threatening or violent incidents can suffer adverse reactions to these
traumatic events. That's when they need the support of coworkers and their
supervisor and, perhaps, outside counseling.

A supervisor
can recommend counseling for employees who are severely traumatized by an
incident, or give them excused time off the job to relax and get over the
experience. "Talking it out" with a fellow employee is another way of
venting the strong feelings of fear or anger that occur under extreme
circumstances.

Supervisors
should make certain that the victimized employee does not feel
"unprofessional" or take any "blame" for the incident. At the same time, the
employee's suggestions in a debriefing about the incident can contribute
toward improving physical security deficiencies in the office. A day or two
after the incident, when everyone has had a chance to calm down, supervisors
may want to have an employee meeting to talk about what happened, how the
situation was handled, and how it might have been avoided.

When
Hostility Turns To Violence - What Would You Do To Avoid a Violent
Confrontation?

Respond early
to an agitated state-- perspiring and red face, shaking hands. These are
often the first warning signs of a person who could become threatening or
violent. This is the time to remain calm and explain to the customer what
the procedures are and why they are necessary. If the customer is still
agitated, it may be necessary to call a supervisor over to talk to the
customer. In an extreme case, alert a coworker to have the supervisor call
the Federal Protective Service or the security guards.

The
receptionist is usually the first person customers meet and may set the tone
for interactions with other people. A receptionist should be courteous to
everyone--but should stay alert and notice the actions of any customer in
the waiting area.

In offices
where customers have appointments, service representatives should consider
giving the receptionist a list of customers and appointment times each
morning. As the day goes on, the receptionist should be immediately notified
of any changes or delays so customers can be told when they first arrive.

Call the FPS
officers immediately. If the customer has become extremely agitated, the
supervisor should notify the FPS (or building security guards or the local
police) immediately.

The supervisor
should give the FPS officer a brief explanation of what has happened to
cause the problem. The customer should be accurately described, and the
exact location of the office and building should be pinpointed. If there is
a "safe room," the supervisor should tell the FPS officers how to get to the
"safe room" without being seen by the customer.

Telephoned Suicide or Bomb Threats

From time to
time, Federal offices receive telephone calls from someone who threatens to
commit suicide or who says a bomb has been planted in a Federal building.
What should you do? How do you handle these calls?

Print out the
following card summarizing what you should do. Read and think about the
procedures. Carefully tear out the card and tape or staple it to the inside
front cover of your telephone directory--or put the card in another handy
place where you can easily refer to it. Review the card frequently.

Everyone in
your office, including supervisors and managers, should follow these same
procedures. Make copies of the card if you need to so everyone will have his
or her own.

Reference Card

TELEPHONED
SUICIDE OR BOMB THREATS

1. Keep calm.
Keep talking.
2. Don't hang up.
3. Signal a coworker to get on an extension.
4. Ask the caller to repeat the message and write it down.
5. Repeat questions, if necessary.
6. For a bomb threat, ask where the bomb is and when it is set to go off.
7. Listen for background noises and write down a description.
8. Write down whether it's a man or a woman; pitch of voice, accent;
anything else you hear.
9. Try to get the person's name, exact location, telephone number.
10. Signal a coworker to immediately call the FPS, a contract guard, or the
local police.
11. Notify your immediate supervisor.

1. Signal a
coworker, or supervisor, that you need help.
2. Do not make any calls yourself.
3. Have someone call the FPS, contract guard, or local police.

THREATENING WITH A GUN, KNIFE, OR OTHER WEAPON

1. Stay calm.
Quietly signal for help.
2. Maintain eye contact.
3. Stall for time.
4. Keep talking--but follow instructions from the person who has the weapon.
5. Don't risk harm to yourself or others.
6. Never try to grab a weapon.
7. Watch for a possible chance to escape to a safe area.

Obscene, Harassing, or Threatening Telephone Calls

Obscene and
harassing callers are primarily interested in generating fear and
discomfort. The longer they keep you listening, the more satisfaction they
derive from the call. Some experts say that the person who uses the phone to
verbally harass or embarrass is not likely to follow up with a direct
confrontation.

If obscene or
harassing calls continue, keep a written record of the day, date, and time;
the type of voice (male/female, pitch, and accent, if any); background
noise; what was said; and whether the person gave a name. Then ask the
Federal Protective Service for help.

The caller who
makes personal threats to you or your family is another matter. Any
threatening call should be reported to GSA's Federal Protective Service,
agency contract guards, or the local police immediately.

See the
printout card listing suggestions on dealing with telephoned suicide or bomb
threats. This card should be printed and then kept near your office
telephone for quick reference.

When
Employee Relations Go Wrong - What would you do?

Based on
attitude and behavior, have an open discussion with discreet, but probing,
questions to get the information needed to recommend counseling. Tell them
that unexcused tardiness, poor performance, and abuse of sick leave
privileges could be grounds for a formal warning and, ultimately, demotion
or dismissal. However, assure them that you want to find alternatives that
will provide solutions to the problems.

Keep calm and
let them continue to talk. Decide whether to refer them to the agency's
personnel office. That office can tell them about various
alternatives--counseling, medical examination, or a private organization
such as Alcoholics Anonymous.

Work up a plan
of action, with a specific timetable and a commitment from employee to carry
through on the plan and report progress at agreed upon intervals of no
longer than once a week. Maintain a serious interest in and concern for his
welfare and his return to his excellent level of job performance.

Coping
With Stress

Job-related
stress will never be eliminated, but it can be managed. If you're feeling
stress constantly, or frequently "blowing up" for no reason, you should
discuss the problem with your supervisor or with a counselor.

Many times,
problems at home go with you to the office. Or your office itself may be
causing you stress--a personality conflict with a co-worker, a heavy
workload with no time off, or a noisy or disorganized environment.

If the problems
cannot be resolved, you may want to think about transferring to another
office or to another type of work.

Perhaps your
supervisor can arrange for a room where you and your co-workers can "get
away from it all" by taking short breaks. If you can't get away from it all
at work, allow extra time by getting up earlier so you don't have to rush
around to get to work on time.

Physical
exercise is one of the best ways to reduce stress. Try walking or jogging
before or after work or at lunchtime. Take up a hobby or try volunteer work
in the evening or on weekends.

Federal
Employee Assistance Programs

Free,
voluntary, and confidential short-term counseling is available for Federal
employees through employee assistance programs sponsored by all Federal
Government departments and agencies. Counseling is usually offered on a
variety of problems: family and marital crises; mental and emotional stress;
child or spouse abuse; problems with children; care of elderly or infirm
relatives; money and credit management; and alcohol and drugs.

To find Federal
employee assistance programs, contact the personnel office in your agency or
call the U.S. Office of Personnel Management.

If you require
long-term counseling, you can usually find help in the community where you
live through city, county, or State offices or through church or private
organizations. Look in the government sections of your telephone directory
for "health," "social services," or "counseling" and in the yellow pages for
church or private organizations.